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Difference between revisions of "SLM EGI.eu OLA Service Levels"
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{{Template:Op menubar}} | {{Template:Op menubar}} | ||
This page provides information on the current service levels provided | This page provides information on the current service levels provided to the EGI.eu by its Partners. | ||
It is mandatory that services | It is mandatory that services provide a minimum monthly Availability/Reliability as specified below (see the [https://documents.egi.eu/document/2170 EGI.eu Operational Level Agreement]).<br> | ||
[[FAQ GGUS-QoS-Levels|Quality of Support (QoS) levels are definition. ]] | |||
<br> | <br> | ||
{|border="1" class="wikitable sortable" | {| border="1" class="wikitable sortable" | ||
|- | |- | ||
| '''Service''' | | '''Service''' | ||
| '''Targets''' | | '''Targets''' | ||
|- | |- | ||
| Line 18: | Line 18: | ||
|- | |- | ||
| 2<sup>nd</sup> Level Support | | 2<sup>nd</sup> Level Support | ||
| ''' | | '''QoS level:''' Advanced | ||
|- | |- | ||
| Accounting Portal | | Accounting Portal | ||
| Line 24: | Line 24: | ||
'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level: '''Medium | ||
|- | |- | ||
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'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level: '''Best effort | ||
|- | |- | ||
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'''Minimum reliability: '''99% (as a percentage per month) | '''Minimum reliability: '''99% (as a percentage per month) | ||
''' | '''QoS level:'''Medium | ||
|- | |- | ||
| Collaboration Tools | | Collaboration Tools | ||
| '''Minimum availability ''' | | '''Minimum availability ''' | ||
#DNS: 99% (as a percentage per month) | #DNS: 99% (as a percentage per month) | ||
#Other: 90% (as a percentage per month) | #Other: 90% (as a percentage per month) | ||
| Line 48: | Line 48: | ||
'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level:''' Medium | ||
|- | |- | ||
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'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level:''' Medium | ||
|- | |- | ||
| Line 62: | Line 62: | ||
'''Minimum reliability: '''99% (as a percentage per month) | '''Minimum reliability: '''99% (as a percentage per month) | ||
''' | '''QoS level:''' Medium | ||
|- | |- | ||
| Line 69: | Line 69: | ||
'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level:'''Medium | ||
|- | |- | ||
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'''Minimum reliability: '''99% (as a percentage per month) | '''Minimum reliability: '''99% (as a percentage per month) | ||
''' | '''QoS level:''' Medium | ||
|- | |- | ||
| Software Provisioning Infrastructure | | Software Provisioning Infrastructure | ||
| '''Minimum availability ''' | | '''Minimum availability ''' | ||
#UMD repositories, web front-end,the community repository: 90% (as a percentage per month) | #UMD repositories, web front-end,the community repository: 90% (as a percentage per month) | ||
#The other components: 75% (as a percentage per month) | #The other components: 75% (as a percentage per month) | ||
| Line 86: | Line 86: | ||
'''Minimum reliability:''' 90% (as a percentage per month) | '''Minimum reliability:''' 90% (as a percentage per month) | ||
''' | '''QoS level:''' Medium | ||
|- | |- | ||
| Line 93: | Line 93: | ||
'''Verification of acceptance criteria:''' The verification activities must support the UMD releases. The estimated number of products to verify in one year is 200 PPA. | '''Verification of acceptance criteria:''' The verification activities must support the UMD releases. The estimated number of products to verify in one year is 200 PPA. | ||
''' | '''QoS level:''' Base | ||
|- | |- | ||
| Catch All Services | | Catch All Services | ||
| ''' | | '''QoS level:''' Medium | ||
|- | |- | ||
| Message Broker Network | | Message Broker Network | ||
| Line 103: | Line 103: | ||
'''Minimum reliability: '''95% (as a percentage per month) | '''Minimum reliability: '''95% (as a percentage per month) | ||
''' | '''QoS level:'''Medium | ||
|- | |- | ||
| Operations Support | | Operations Support | ||
| ''' | | '''QoS level:''' Medium | ||
|- | |- | ||
| SAM Central Service | | SAM Central Service | ||
| Line 113: | Line 113: | ||
'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level:'''Medium | ||
|- | |- | ||
| Line 119: | Line 119: | ||
| '''Minimum availability:''' 99% (as a percentage per month) | | '''Minimum availability:''' 99% (as a percentage per month) | ||
'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | |||
'''QoS level:''' Medium | |||
|- | |- | ||
| Stage Rollout | | Stage Rollout | ||
| ''' | | '''QoS level:''' Medium | ||
|- | |- | ||
| Security Coordination | | Security Coordination | ||
| ''' | | '''QoS level:''' Medium | ||
|- | |||
| Perun | |||
| '''Minimum availability:''' 99% (as a percentage per month) | |||
'''Minimum reliability:''' 99% (as a percentage per month) | |||
'''QoS level:''' Medium | |||
|} | |} | ||
Latest revision as of 14:16, 20 March 2015
| Main | EGI.eu operations services | Support | Documentation | Tools | Activities | Performance | Technology | Catch-all Services | Resource Allocation | Security |
This page provides information on the current service levels provided to the EGI.eu by its Partners.
It is mandatory that services provide a minimum monthly Availability/Reliability as specified below (see the EGI.eu Operational Level Agreement).
Quality of Support (QoS) levels are definition.
| Service | Targets |
| 1st Level Support | Maximum response: 1 working hour |
| 2nd Level Support | QoS level: Advanced |
| Accounting Portal | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) QoS level: Medium |
| Metrics Portal | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) QoS level: Best effort |
| Accounting Repository | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) QoS level:Medium |
| Collaboration Tools | Minimum availability
Minimum reliability: 99% (as a percentage per month) QoS level: Medium |
| Incident Management Helpdesk | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) QoS level: Medium |
| Monitoring Central Services | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) QoS level: Medium |
| Operations Portal | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) QoS level:Medium |
| Service Registry GOCDB | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) QoS level: Medium |
| Software Provisioning Infrastructure | Minimum availability
Minimum reliability: 90% (as a percentage per month) QoS level: Medium |
| Acceptance Criteria | Incremental definition: New document version is produced every year, following two public drafts.
Verification of acceptance criteria: The verification activities must support the UMD releases. The estimated number of products to verify in one year is 200 PPA. QoS level: Base |
| Catch All Services | QoS level: Medium |
| Message Broker Network | Minimum availability: 95% (as a percentage per month)
Minimum reliability: 95% (as a percentage per month) QoS level:Medium |
| Operations Support | QoS level: Medium |
| SAM Central Service | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) QoS level:Medium |
| Security Monitoring And Related Support Tools | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) QoS level: Medium |
| Stage Rollout | QoS level: Medium |
| Security Coordination | QoS level: Medium |
| Perun | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) QoS level: Medium |
| Liability | Service providers not providing the requested monthly performance for one month MUST provide a service improvement plan. |